Policies

Question 1

When can you use the abusive caller policy?

Answer 1

When the caller is:

• Using vulgar or discriminatory language directed at the Nightliner.
• Insulting the Nightliner personally or their ability to take calls.
• Acting inappropriately towards the Nightliner.

Question 2

ACP: Strike 1

Answer 2

“I’m sorry, but the way that you are talking to me is inappropriate/ abusive, and I would like you to stop.”

Question 3

ACP: strike 2

Answer 3

“I have asked you already to stop using this language. If you continue talking to me inapproproately/ abusively, I will have to end the call.”

Question 4

ACP: strike 3

Answer 4

“I’m sorry but I have warned you before and I am going to end the call”

Immediately hang up.

Question 5

If caller is asking for personal information?

Answer 5

Use manipulation techniques and then use the policy because they are being inappropriate.

Question 6

Sexual gratification?

Answer 6

• “I’m sorry but I believe you are acting inappropriately and I am going to end the call.”
• Hang up immediately.
• If they call back, talk normally.
• If it happens again, use policy and call callout.

Question 7

Rape and Sexual Assualt. When and how to use?

Answer 7

If relevant, say:

• “I believe you”
• “It’s not your fault”

Question 8

Panic Attack Policy?

Answer 8

• Would you like to take some deep breaths with me?
• 10 deep breaths “Breathe in” (count 1,2) “Breathe out” (count 1, 2).
• “Would you like to continue taking deep breaths or would you like to continue the conversation?”

Question 9

What should you say if the caller is silent at the beginning or the phone call?

Answer 9

Repeat “Hello Nightline”.

Question 10

How often are encouraging phrases?

Answer 10

30 seconds - calls

1 minute - IM

Question 11

After 5 minutes of silence what do you say and do?

Answer 11

“Would you like me to stay on the line?”

• Yes/ confirmed presence : encouraging phrases.
• No/ silence: “Nightline is availiable from 8pm to 8am every night during term time. Please feel free to call any time or email:…”

Question 12

What do you say after 10 minutes of silence?

Answer 12

“I should let you know that I’m going to have to end the call soon. But if you’d like to talk about anything I’m here to listen.”

Question 13

What do you say if the caller asks why you’ll have to hang up soon after 10 minutes of silence?

Answer 13

“Nightline is a listening service and you haven’t said anything for a while. If you would like to talk then I am here to listen, but we need to keep the line open for other callers.”

Question 14

What do you say after 15 minutes of silence?

Answer 14

“As you haven’t spoken for a while I will now have to end this call. Nightline is open from 8pm to 8am every night during termtime. Please feel free to call back any time or email: …”

Question 15

What do you say on IM after 5 minutes of silence?

Answer 15

“I can see when you are typing so if you would like me to stay on the line, could you type to confirm your presence”

Question 16

When do you ask if the caller is suicidal?

Answer 16

If they’re dropping hints.

Question 17

If a caller is suicidal, what do you ask?

Answer 17

“Have you taken any action towards ending your life?”

Question 18

If a caller has taken action towards ending their life, what do you ask?

Answer 18

“Would you like me to call you an ambulance?”

Question 19

When do you ask a suicidal caller for details?

Answer 19

If they would like you to call an ambulance or incase they change their mind.

Question 20

If an ambulance is on the way?

Answer 20

Reassure the caller an ambulance is on the way and that you can stay on the line until they arrive if they wish.